Job Description:Airbus Americas, Inc is looking for a
Customer Delivery Relations Manager to join our team based in
Mobile, AL.
The CDRM is responsible for managing Airbus' relationships with its airline and leasing Customers at site-level, with the aim of improving Customer satisfaction. The role supports and drives the efforts of the MFTs regarding all aspects of customer relations; drum-beating the results of customer survey feedback initiatives and communicating internally and externally. The goal is to enhance all efforts related to fostering and enhancing Airbus' relations with its customers.
Your Challenges:Customer Experience: 20%
- Enhance and foster Customer Experience improvements in collaboration with cross-site stakeholders
- Act as focal point and lead for the organization of events to include annual Customer Centricity event, ACCeS sessions, milestone deliveries, and cross-site Customer Experience events
Manage Customer Satisfaction Improvement Plan (CSIP)Data Management & Analytics: 20%
- Support the collection and measurement of customer feedback through CSIP data across the A220 and A320 programs.
- Perform root cause analysis on customer feedback to identify systemic issues and trends.
- Translate CSIP data into actionable insights to improve delivery quality and customer experience.
Performance Reporting & Reviews: 20%
- Coordinate analysis of CSIP results and adherence to target KPIs.
- Synthesize complex data to prepare comprehensive reports, serving as a host/presenter for recurring performance and quality reviews across local, regional, and global levels.
Drive Improvement & Action Plans: 20%
- Support delivery teams in establishing action plans based on data insights and drumbeat them to completion.
- Support CADM and CAM teams in collection and responses back to our Customers.
- Ensure quality feedback loops are integrated into customer line operations initiatives.
Manage Communications with Customer: 10%
- Craft and monitor customer communications for Mobile Delivery Center with a "one message" alignment
- Work with Global MFT to contribute to monthly articles and reports
Promote Voice of the Customer: 10%
- Promote Voice of the Customer within Manufacturing and Delivery, Mobile Site and X-Site to reinforce company wide Customer-Centric mindset
Additional Responsibilities
Your Boarding Pass:- Bachelor's degree in aviation, engineering, business, hospitality or equivalent.
- Must have a minimum of 5 years of customer experience or hospitality; preferably in the aviation, aerospace, or a complex manufacturing industry.
- Proven capabilities for high-level event planning and coordination also required.
- A strong focus on data analytics, continuous improvement, or quality assurance.
- Demonstrated experience in a leadership or project management setting, with a proven track record of driving cross-functional action plans, performing root cause analysis, and presenting data to executive stakeholders is strongly desired.
- Data Analysis & Problem Solving: Ability to ensure data quality and consistency as well as the ability to identify and understand issues, problems, and opportunities by applying practical problem-solving tools and approaches. Ability to perform root cause analysis on customer feedback and translate complex data sets into actionable insights.
- Drive Improvement, Quality & Innovation: Ability to establish a working environment that encourages openness, trust and collaboration. Leads and sponsors activities to define, organize, control, improve, sustain and measure business performance and customer value.
- Customer Expectations & Needs: Ability to understand customer's expectations. Ability to improve the customer relationship by actively listening and clarifying their needs, requirements and concerns using data-driven feedback and CSIP metrics.
- Customer knowledge: Know and understand the customer's culture and organization.
- Interact and Influence: Ability to adapt and use multiple forms of interaction styles to communicate and/or persuade stakeholders to collaborate on ideas and proposals.
- Ability to use flexible and adaptable working styles to build and develop effective crossfunctional team work when driving action plans
- Support to Management & Decision Making: Ability to apply various techniques to complement, sum up, analyze and challenge information, according to objectives.
- Project Management Fundamentals: Ability to apply the appropriate project management methods, processes and tools for managing project and process requirements and risks, monitoring and controlling of project progress, setting up and managing schedule, cost and resources.
- Ability to analyze project performance and to identify potential improvements.
- Financial impacts of decisions: Understand the financial impacts of business decisions: capex, provisions, and investments.
Preferred: - Preferred Education: Degrees in Data Analytics, Statistics, Business Analytics, or Operations Management are highly preferred for this data-focused role.
- Project Management
- Google Suite
- Gemini AI
- Ability to communicate in English by applying the adequate vocabulary (formal, hierarchical, friendly, casual) to various situations with different counterparts.
- Ability to use effective communication techniques in order to deliver outstanding performance through (a) assessment of target audiences (b) clear objective set (c) tailored messages (d) selection of appropriate means, tools and channels.
- Advanced proficiency in spreadsheet applications, including complex formulas, pivot tables, and data modeling.
- Experience with Skywise and Qualtrics for data visualization, performance dashboards, and managing customer feedback data.
- Proficiency in Google Workspace for executive-level reporting and creating dossiers.
Travel Required:- Up to 2 international and 2 domestic trips per year
Eligibility: - Eligible for employment in the US without sponsorship.
A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.
Company:Airbus Americas, Inc.
Employment Type:US - Direct Hire
Experience Level:Professional
Remote Type:On-site
Job Family:Leadership
